Enhancing loyalty: When improving consumer satisfaction and delight matters

Ahrholdt, Dennis; Gudergan, Siegfried P.; Ringle, Christian M.

doi:10.1016/j.jbusres.2018.08.040

Cited by 120 publications

(105 citation statements)

References 74 publications

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“…When estimating path models, researchers usually assume that the relationships between the constructs are linear by nature. While linear relationships generally approximate relations found in reality well, this is not necessarily always the case (Ahrholdt et al, 2019). Nevertheless, studies using PLS-SEM have only rarely considered nonlinear effects (Table 2).…”

Section: Robustness Checks In Pls-sem Nonlinear Effectsmentioning

confidence: 95%

Structural model robustness checks in PLS-SEM

et al. 2019

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Partial least squares structural equation modeling (PLS-SEM) has become a standard tool for analyzing complex inter-relationships between observed and latent variables in tourism and numerous other fields of scientific inquiry. Along with the recent surge in the method’s use, research has contributed several complementary methods for assessing the robustness of PLS-SEM results. Although these improvements are documented in extant literature, research on tourism has been slow to adopt the relevant complementary methods. This article illustrates the use of recent advances in PLS-SEM, designed to ensure structural model results’ robustness in terms of nonlinear effects, endogeneity, and unobserved heterogeneity in a PLS-SEM framework. Our overarching aim is to encourage the routine use of these complementary methods to increase methodological rigor in the field.

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Section: Robustness Checks In Pls-sem Nonlinear Effectsmentioning

confidence: 95%

Structural model robustness checks in PLS-SEM

et al. 2019

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“…There are different researchers in the extant literature who established that CSR activities of an organization are helpful in developing positive emotions on the part of consumers [59,77,78]. Likewise, there have been different researchers who mentioned the importance of consumers' attitudinal [79,80] and behavioral aspects [81,82] in shaping consumer loyalty. Communicating CSR practices on social media with consumers not only increases their participation within the organization but also provides the company with representation in different areas of social media [83].…”

Section: Hypothesis (H1) Csr-s Positively Relates To Consumers' Purcmentioning

confidence: 99%

Using Social Media as a Medium for CSR Communication, to Induce Consumer–Brand Relationship in the Banking Sector of a Developing Economy

et al. 2021

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Social media has emerged as a flexible and interactive communication medium in the present digital era. Contemporary businesses use social media to achieve different communication objectives. However, using social media as a communication medium for corporate social responsibility (CSR) communication with stakeholders like, consumers is not well-explored in the existing literature. Furthermore, prior studies have also failed to consider the blend of CSR communication and social media to achieve consumer-related outcomes, for example, their loyalty and purchase likelihood. To this end, the objective of this study is to examine the relationship of the CSR communication of a bank through social media with consumer loyalty and purchase intention. The current study also proposes brand admiration as a potential mediator between this relationship. The data were collected from the banking consumers through a self-administered questionnaire in a developing economy. The data were analyzed through the structural equation modeling (SEM) technique using AMOS software. The results of the current survey confirmed that CSR communication of a bank on social media has direct and indirect, via brand admiration, relations with consumer loyalty, and purchase intentions. The outcomes of this survey will be helpful for the policymakers to understand the importance of CSR communication on social media to enhance the loyalty, and purchase intention of banking consumers.

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“…Customers with high religiosity when obtaining the best quality of service in SST at sharia banks are expected to increase satisfaction [24]. Consumer satisfaction arises if what is expected is fulfilled so that it will have an impact on consumer loyalty [25]. Religiosity has an impact on customer satisfaction in the public sector in Pakistan [26].…”

Section: Effect Of Customer Satisfaction On Customer Loyalty Online Tmentioning

confidence: 99%

The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking

Purnama

Sukmasari

Bhandari

2021

ATM

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This study aims to determine the role of religiosity as mediation in the relationship between online transactions and customer satisfaction and loyalty in Sharia banking in the Jakarta area. The population of this research is all sharia banking customers in Jakarta. The number of samples in this study was 175 Sharia banking customers in Jakarta by sampling purposive sampling method. The data processing method used is Structural Equation Modelling. The results showed: 1) there is no effect of failure on the experience of online transactions in Sharia banking; 2) there is an effect of service recovery on the customer experience of online transactions in Sharia banking; 3) there is an influence of customer experience on customer satisfaction in online transactions in Sharia banking; 4) there is an effect of customer satisfaction on customer loyalty using online transactions in Sharia banking; 5) customer religiosity moderates between customer experience to satisfaction using online transactions; 6) Customer religiosity moderates the satisfaction of customer loyalty using online transactions in Sharia banking.

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Enhancing loyalty: When improving consumer satisfaction and delight matters

Cited by 120 publications

References 74 publications

Structural model robustness checks in PLS-SEM

Structural model robustness checks in PLS-SEM

Using Social Media as a Medium for CSR Communication, to Induce Consumer–Brand Relationship in the Banking Sector of a Developing Economy

The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking

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